Check your receipt and billing descriptor, contact platform support with the transaction ID, follow up in writing, then ask your bank, and use a chargeback only as a last resort. Keep receipts and screenshots as evidence.
Nobody plans to dispute a charge, but plans don’t matter on the night you spot a payment you don’t recognise. Know the order of escalation, because jumping straight to the bank is rarely the quickest fix.
Consumer rules differ by country and card type. This is general guidance; confirm specifics with your bank or card issuer.
The escalation ladder
- Check the receipt and the descriptor. Many “unknown” charges turn out to be yours once you match the amount and date.
- Contact platform support with the transaction ID. Keep the message calm, factual and short. Support can fix many billing mistakes quickly.
- Give it a reasonable window, then follow up in writing so you have a record.
- Ask your bank or card issuer. If it’s fraud or an unauthorised charge, tell them straight away; they can block the card.
- File a chargeback only as a last resort, and with evidence. Disputes can lock your account, so use them when needed, not as a shortcut.
What to do in common situations
| Situation | First move | Evidence to keep |
|---|---|---|
| Charge you don’t recognise | Compare with your receipt emails and descriptor | Statement line, date, amount |
| Charged twice | Contact platform support | Both transaction IDs and timestamps |
| Credits missing after payment | Support ticket with order number | Receipt, screenshot of balance |
| Fraud or stolen card | Call your bank immediately | Alerts, timeline of events |
| Fake site payment | Bank first, then report it | URL, screenshots, emails — see fake-site guide |
In the US, the CFPB’s Ask CFPB library explains card dispute rights in plain language. Elsewhere, your card issuer’s website will describe the local process. Prevent most headaches up front with billing basics and a small, prepaid credit pack.
Prepaid credits mean predictable charges.
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What should I do if I see a charge I don’t recognise?
Match it against your receipt emails and the billing descriptor, then contact the platform’s support with the transaction ID. If it’s fraud, contact your bank straight away.
Is a chargeback a good first step?
No. It’s a last resort. Try support first because chargebacks can lock your account and take longer.
What evidence should I keep?
Receipts, transaction IDs, timestamps, statement lines and screenshots of your credit balance.
Adults 18+ only. This guide is independent and contains affiliate links marked sponsored; see our disclosure. Details change — always confirm prices and terms on the platform.